Respond to Complaints received through all available escalation queues by using the most customer-focused servicing channel (phone, email etc.) Ensure 100% accuracy when completing Root Cause Analysis Become a case owner & ensure case resolution at first touch to avoid further escalations Use your team, peers and network to get to the true root cause of complaints 2+ years of relevant experience, including at least one year of experience in Customer Service or Back-office teams, is essential 1+ years relevant experience in a Complaints environment is desirable Excellent business writing abilities and the ability to communicate effectively via email transmission by utilizing proper grammar and punctuation skills Ability to communicate effectively via telephone by utilizing soft skills, active listening, and speaking to customers Ability to handle multiple complex and high-priority tasks simultaneously Ability to make discretionary decisions based on research. A certain degree of creativity and latitude is required Ability to learn and adapt to new software technologies Strong working knowledge of external systems and software applications